Turn Inquires Into Customers

By Debbie Mayo-Smith

The first few minutes of an incoming call are crucial. Gain immediate control of the conversation to help you turn innocent enquiries into new customers. I’ll use a financial services company in example.

The Opening Wrong Way: “Good morning, Smith Financial Services.” The caller will now ask a question and be in control of the call. Answer the telephone with a statement and then ask the caller a question.Right Way: “Good morning, Smith Financial Services.” “How may I help you?” First the statement, then the question. The person who asks the question is in control.

The Price What if the customer asks for a price? Customer: “How much is your life insurance for a 40 yr old man for $100,000 in insurance?”Wrong Way: “Oh, let’s see, it’s 54 dollars a month.” Click!Right Way: “I’d be glad to give you all the information you need. Tell me a little more about yourself?” First the statement, then the question.

The Inquiry Customer: “Can you give me credit for my existing insurance?”Wrong Way: “I don’t think we give credit.”Right Way: “That will depend on what exactly what your needs are and what insurances you have now.

Strategy Control the telephone conversation to turn it into new business rather than a hang-up.